Customer Experience (CX) Business Analyst

Casella Waste Systems, Inc. • Rutland City, VT

1d • $73,900 - $96,000

About The Position

The Customer Experience Business Analyst advances the effectiveness of Casella’s customer experience operations by analyzing customer support technologies, service processes, operational metrics, and business requirements in order to improve customer satisfaction, operational efficiency, and organizational performance. The role identifies, evaluates, and implements customer-focused initiatives by partnering with Customer Experience, Information Technology, Operations, Sales, Marketing, Finance, and other stakeholders to optimize customer engagement platforms, contact center systems, and service delivery workflows. The position translates business needs and operational data into actionable solutions through process analysis, systems administration, reporting, and project leadership to enhance service capabilities, support continuous improvement, and maximize value for customers and shareholders. The role monitors the effectiveness of implemented technologies and initiatives through performance analytics and stakeholder collaboration to ensure sustainable business outcomes and successful adoption across the organization.

Requirements

• A bachelor’s degree in business administration, data analytics, information systems, or a related field, or an equivalent combination of education and relevant experience.
• A minimum of three years of progressive experience in a business analyst, customer support systems analyst, customer experience analyst, contact center technology, or related role within a customer service or contact center environment is required.
• Proficiency in data analysis, dashboard development, reporting tools such as Power BI or Tableau, and advanced Microsoft Excel is expected.
• Demonstrated ability to communicate complex technical concepts to business audiences and translate operational needs into practical technology solutions is essential.

Nice To Haves

• Experience working with CRM platforms, contact center technologies, workforce management concepts, business intelligence tools, process improvement methodologies, and cross-functional project teams is strongly preferred.
• Experience with customer engagement platforms, IVR systems, CCaaS technologies, AI-enabled customer support solutions, Agile methodologies, and business requirements documentation is highly desirable.

Responsibilities

• Leads customer experience technology and process improvement initiatives through structured project management, stakeholder engagement, and cross-functional collaboration to ensure strategic customer service objectives are achieved and organizational value is realized.
• Analyzes customer interaction data, service performance metrics, and operational trends using reporting tools, dashboards, and advanced analytical techniques to identify opportunities for service enhancements, cost efficiencies, and improved customer outcomes.
• Develops business requirements and solution recommendations through stakeholder interviews, process mapping, workflow evaluations, and service design sessions to ensure technology investments align with operational and customer experience goals.
• Administers and optimizes customer support systems, contact center platforms, CRM applications, IVR technologies, CCaaS capabilities, and AI-enabled solutions through system configuration, testing, monitoring, and continuous evaluation to improve service delivery effectiveness and customer accessibility.
• Partners with Customer Experience leadership, Information Technology, and business unit stakeholders through consultation, planning, and governance processes to ensure customer-focused initiatives are aligned with enterprise priorities and operational requirements.
• Designs and maintains operational reporting tools and executive dashboards using business intelligence platforms, customer experience data sources, and visualization methodologies to provide meaningful insights that support informed business decisions.
• Evaluates new technologies, automation opportunities, and emerging customer engagement capabilities through pilot programs, performance assessments, and business case development to maximize service innovation and organizational return on investment.
• Supports workforce planning and operational forecasting activities through analysis of interaction volumes, channel utilization trends, and customer demand patterns to ensure staffing strategies effectively meet service level objectives.
• Facilitates organizational adoption of new systems, technologies, and processes through training development, communication planning, user support, and change management practices to promote successful implementation and sustained operational performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level